Company Name: Laiki Technology Limited
Reports to: Head of Customer Support
Department: Service Delivery
Duty Station: Dar es Salaam
Afritrack (afritrack.com) is a leading regional Internet of Things (IoT) service provider headquartered in Mauritius. LAIKI Technology Ltd is the Tanzanian subsidiary. Our purpose and our value proposition is to provide actionable intelligence to our customers by leveraging cutting edge IoT technology on the one hand and Data Analytics on the other. Our services help customers improve their operational efficiencies and reduce costs. Having recently secured seed funding, the company is at an exciting high growth stage of its evolution with plans to expand throughout Africa over the next 5 years.
Customer centricity and delivering value are two of our core values in that everything we do, we do so that our customers get the best experience and intelligence possible.
The Technical Support Executive - L1 is responsible for providing exceptional support to Afritrack customers across all official communication channels. This role ensures timely resolution of customer issues, proactive engagement, and continuous service improvement while maintaining high standards of professionalism and customer satisfaction.
Engage with customers on all official communication channels, including email, Crisp, WhatsApp groups, and phone.
Proactively take ownership of unassigned queries, engage with customers to understand their issues, and offer assistance.
Ensure all customer communications are professional, polite, and adhere to communication etiquette standards.
Act as the primary support contact for assigned customers, ensuring all their needs are met as per contractual agreements.
Open, document, and manage trouble tickets, service tickets, and training tickets with high accuracy and detail.
Strive for first-call resolution by troubleshooting customer issues (including fuel queries) systematically using tools such as Wialon, Flespi, TrackRRM, TrackSPM, POD portal, and KORE portal.
Acknowledge and provide timely feedback to customers per SOPs and SLAs.
Escalate unresolved issues to the appropriate department with detailed documentation to minimize resolution time. Escalation can be to a Level 2 executive (in case you are unable to resolve online or where you need additional assistance). In this case you are encouraged (but not required) to gain insight and skills on how that issue was eventually resolved. You can also escalate the issue to or to the Technical Operations team (where you have deemed a physical visit is needed) for onsite visit. In this case, you do not have to check for asset availability.
The guidelines for escalating to a Level 2 executive are as follows:
Regular Tracking Device:
Where you feel that a physical visit is not required and yet the tracker is behaving in ways that need deeper investigation and may pertain to device configuration, Wialon configuration or more troubleshooting. For example; the device is reporting, but the points are too frequent or too far apart, hence giving wrong distance measurements.
Where you are generally not sure if it needs a physical visit and would like to have another professional opinion before incurring costs of a visit.
Cameras:
Where you feel that a physical visit is not required and yet the camera is behaving in ways that need deeper investigation and may pertain to camera configuration, Ceiba configuration or more troubleshooting. For example; the camera fails to detect a certain incident though it is recorded.
Where you are generally not sure if it needs a physical visit and would like to have another professional opinion before incurring costs of a visit.
Fuel:
Where you feel that a physical visit is not required and yet the fuel probe is behaving in ways that need deeper investigation and may pertain to Wialon configuration (such as filters), rechecking against installation calibration tables or more troubleshooting. For example; the fuel level is gradual, yet a theft alert was triggered, or the fuel level falls dramatically and an alert was not generated.
Where you are generally not sure if it needs a physical visit and would like to have another professional opinion before incurring costs of a visit.
Level 1) are expected to assist is on generally checking the fuel graphs to determine if it seems to be reporting consistently, cross check a queries theft and determine if it is probably genuine or false alert. If genuine, you can check on the location to add weight to the theory. For example, if it is by the road side near many other trucks, then it's possibly a site for siphoning of fuel.
Please note that all above are merely guidelines and examples are highlighted to give context. It is not a clear and hard line where you must escalate the issue. Indeed, if you are able to take the issue further and resolve without the need for escalation, then that is preferred and applauded.
Track and manage all customer service issues using the TrackMIS system, ensuring comprehensive updates with evidence.
Provide basic training to customers on simple tasks (on the tracking portal or various apps) that do not require an extended period of time. Where the subject is more complex or more time consuming, you can escalate that to a L2 executive. You are not expected to offer onsite training to customers, however, you are encouraged to explore that experience as a learning and growth initiative.
Ensure customers are adequately trained and aware of all system functionalities, reports, and alerts for maximum service utilization.
Prepare manuals and guides to empower both customers and team members.
Prepare and maintain relevant reports related to customer support and technical functions.
Provide proactive insights to management on customer impact and potential service issues.
Perform additional tasks as delegated by the Head of Customer Support or Service Delivery Manager.
The candidate shall report to the Head of Customer Support and shall be in the Service Delivery Department.
The candidate would ideally have at least 1 year of direct and relevant experience in customer support for software services.
The candidate should be very IT savvy, as well as have a good grasp of analytics and mining data.
The candidate must be able to place themselves in the customers seat and understand and empathize with the customers pain points and business objectives.
The candidate should be able to train and communicate with customers well.
Able to work with minimal supervision and high sense of responsibility
Must be methodical, thorough and well planned
Personal integrity and supreme, mature sense of confidentiality are an absolute requirement
Must be energetic, have a positive outlook and be very creative
Must be resourceful and innovative in overcoming challenges, a problem solver
Only qualified candidates of Tanzanian Nationality should apply.
The deadline for applications is 08th March 2026.
If you meet the above requirements and are interested in this exciting opportunity, please email your CV and Cover Letter in confidence to work@afritrack.com, with the subject line Technical Support Executive Level 1. Due to the anticipated response, we thank you for your application and apologize in advance that we will only be able to communicate with those individuals selected for further consideration.